Customer Service Manager

TSR Recruitment Ltd; York and North Yorkshire; On-site; GBP 45,000 - 65,000; Full time

Job summary

TSR Recruitment Ltd is seeking an experienced Customer Service Manager for a leading housebuilder in the UK. You will lead the regional customer care operation, manage a team of service and maintenance professionals, and drive high-quality, responsive service after home purchases.

The role focuses on resolving defects, coordinating with construction teams and driving improvements in customer satisfaction and build quality across the region.

Qualifications

• Proven experience in a customer service or customer care management role within a housebuilder or residential construction business.
• Experience managing customer complaints, defects and post-completion issues.
• Strong leadership skills, with the ability to motivate and develop a team.
• Excellent communication, organisational and problem-solving skills.
• A good understanding of the housebuilding industry and customer care standards.
• A proactive, commercially aware approach, with a strong focus on customer satisfaction and continuous improvement.

Responsibilities

• Leading, motivating and developing the regional customer service team and maintenance technicians.
• Managing customer complaints, escalations and aftercare issues through to satisfactory resolution.
• Overseeing defects, remedial works and maintenance activities, ensuring these are completed efficiently and to the required standard.
• Working closely with construction teams, site managers and subcontractors to resolve issues and improve build quality.
• Ensuring compliance with relevant industry standards, customer care regulations and company procedures.
• Monitoring customer satisfaction, service performance and KPIs, identifying opportunities for continuous improvement.
• Supporting pre-completion inspections and the customer handover process.
• Maintaining accurate records and ensuring customer service activities comply with health and safety and data protection requirements.

Skills

Team leadership

Customer service management

Communication

Problem-solving

Commercial awareness

Job description

Customer Service Manager – HousebuilderI’m currently working on an exciting opportunity for an established housebuilder looking to appoint an experienced Customer Service Manager to lead their regional customer care function.This is an excellent opportunity for someone with a background in housebuilding who is passionate about delivering an outstanding customer experience, resolving issues effectively and maintaining high standards throughout the customer journey.

The Role

As Customer Service Manager, you will take responsibility for the regional customer care operation, leading a team to ensure customers receive a professional, responsive and high-quality service following the purchase of their new home.

• Leading, motivating and developing the regional customer service team and maintenance technicians.
• Managing customer complaints, escalations and aftercare issues through to satisfactory resolution.
• Overseeing defects, remedial works and maintenance activities, ensuring these are completed efficiently and to the required standard.
• Working closely with construction teams, site managers and subcontractors to resolve issues and improve build quality.
• Ensuring compliance with relevant industry standards, customer care regulations and company procedures.
• Monitoring customer satisfaction, service performance and KPIs, identifying opportunities for continuous improvement.
• Supporting pre-completion inspections and the customer handover process.
• Maintaining accurate records and ensuring customer service activities comply with health and safety and data protection requirements.

About You

The successful candidate will ideally have:

• Proven experience in a customer service or customer care management role within a housebuilder or residential construction business.
• Experience managing customer complaints, defects and post-completion issues.
• Strong leadership skills, with the ability to motivate and develop a team.
• Excellent communication, organisational and problem-solving skills.
• A good understanding of the housebuilding industry and customer care standards.
• A proactive, commercially aware approach, with a strong focus on customer satisfaction and continuous improvement.

Applications

Due to the vast number of applications that we receive, it is not possible for us to contact all applicants; therefore, only suitable candidates will be contacted. If you do not hear anything back within 7 days of submitting your application, you have unfortunately not been selected.

TSR are an Equal Opportunities employer. All applications will be dealt with in the strictest confidence.

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